M-PESA GlobalPay

What is M-PESA GlobalPay service?

This is a VISA virtual card that is linked to your M-PESA wallet. The M-PESA GlobalPay virtual card enables you to make payments to International online merchants for goods and services using your card details.

The card includes a 16-digit card number, expiry date (mm/yy) of the card and the security code also referred to as CVV.

How can I access this service?

On M-PESA APP:

▪ Log in to your M-PESA APP.

▪ Select the Grow Tab.

▪ Select the GlobalPay tab, to activate your M-PESA GlobalPay.

▪ Select your card color.

▪ Enter PIN.

▪ You will receive an SMS with the card number and expiry.

On M-PESA USSD (*334#):

▪ Dial *334#

▪ Select Lipa na M-PESA (Option 6).

▪ Select M-PESA GlobalPay (Option 5).

Will the customer be issued with a physical card?

No. This is a virtual card that will be accessed through the M-PESA App or USSD *334#.

How many cards is a customer eligible for?

An M-PESA customer will only be eligible for one card per ID. The service will only be accessible through one registered mobile number. To change to a new mobile number the customer will need to cancel card and opt out of service first and activate afresh.

What is the minimum/maximum I can pay using M-PESA GlobalPay?

M-PESA customer limits will apply i.e., the minimum amount of Ksh 1/= and a maximum of Ksh 150,000 per transaction with a maximum transaction limit of Ksh 300,000. The minimum amount will change based on the prevailing USD – KES rate. (NB: Minimum amount is dynamic and equivalent to $1 to ease settlement procedures)

What are the charges for the service?

Safaricom will apply a markup of 3.5% on the transaction value at the prevailing forex rate for international payments. This will be based on the exchange rate of the billing currency (Ksh) to the currency used at the time of purchase e.g. (USD, GBP, etc.). There will be no other charge such as the M-PESA transaction fee.

In case of reversal, will the customer be refunded the full amount paid?

No. In case of a reversal, the total amount reversed back to the customer is not inclusive of the 3.5% forex markup fee.

Does my Card Have an Expiry Period?

The Card expires after 3 years. You will be informed at least 4 times before your card expires in the following intervals: - 1month, 7days, 3days and 1day to expiry.

Will the card go dormant if it is not used?

Yes. A card will become dormant if it is not used for a period of 6 months. One can however, activate directly from the M-PESA App or USSD

Can one pay using the M-PESA GlobalPay Visa virtual card on any online merchant site?

No. You can only pay to international online merchants that accept VISA cards such as Netflix, Amazon, AliExpress etc. For a transaction initiated to a local online merchant e.g., Jumia, the M-PESA Customer will receive an appropriate message on the checkout option advising them to use Lipa na M-PESA option.

Are there any exceptions?

Some merchant categories are restricted on M-PESA GlobalPay Virtual Visa card e.g., gaming, gambling, money transfer services and crypto currency

Can I receive funds on my M-PESA GlobalPay Visa Virtual Card?

No, the card is a cannot receive funds and is only used to make online payments.

Can customers use Fuliza on the card?

No. Fuliza will not be available for M-PESA GlobalPay Payments.

What is a CVV (Card Verification Value)?

This is a security feature that enables merchant sites to ensure you are the real owner of the card to reduce fraudulent activities on your card.

A CVV is generated by the customer during the payment process, to verify the payment.

All CVV generated will only be valid for 30 minutes. This will prevent anyone who has your card details from using your card because they may have to generate CVV.

Can I be able to use an Expired CVV Number?

You cannot use an expired CVV number that is generated at the point of activation. Every time you want to make a payment, a CVV number will be generated and it will only be valid for only 30 minutes.

Can I share my Private Card Details, Expiry Date and CVV?

The Private Card Details, Expiry Date and CVV are confidential numbers that should not be shared with anyone, including Safaricom Staff.

What is a flash SMS?

This is a type of SMS that appears directly on your main screen and is not automatically stored in the message inbox. The M-PESA GlobalPay service utilizes Flash SMS messaging to further secure the VISA Credentials.

What is Set Budget functionality?

The set budget functionality is for information purposes only to the customer as a visual aid and not a feature to prevent transactions. This means that it only notifies the customer as they approach their preferred set limit as well as when they have exceeded it. It is recommended that customers keep track of their expenditure as the set budget will not stop the payments from going through when the set limit has been reached.

When does a customer receive SMS notifications of insufficient funds?

Merchants are allowed to store card details of the customer for future billing dependent on the services they provide. This is in particular for subscription-based services, as they can bill the customer every monthly cycle without the customer having to go back to the web site. It is therefore important that the customer removes the card details from the site upon not wanting the services or goods. When the customer receives insufficient funds messages, there's a high probability that there's a merchant that is trying to bill him/her for a monthly based service and at that point the customer doesn't have the necessary funds. As such the customer needs to either credit the account to allow the transaction to go through or remove the card details from the merchant site.

What is a Repeat Payment

A repeat payment permits a merchant to debit your M-PESA wallet for regularly payments e.g., subscription services such as NETFLIX. Repeat payments need customer authorization (shown in the How-To description below, Part IX)

Do you need to put your PIN for repeat payments to go through?.

No. Once you input your card in a merchant website for any subscription services and enabled repeat payments, the payments will not require you to enter your M-PESA PIN in the next billing cycle, as funds will automatically be deducted from the M-PESA account . Customers are advised to ensure that they keep their card number, validity period and CVV details as securely and privately to avoid anyone else from using their card details for subscription services, as they would end up being deducted.

What happens if I dispute a payment that has been made?

All disputes must first be followed up with the respective Merchant, and if you do not receive any response within 7 days from the time the transaction was done, then you can follow up on the same with Safaricom. The customer is expected to follow the cancellation and refund policies of the merchant before raising any dispute.

What happens if I dispute a payment that has been made?

Should you fail to reach an amicable agreement with the participating retailer, you may contact Customer Care or visit our retail shops or access the dispute resolution form that is published on the Safaricom website to lodge a dispute. On receipt of a duly filled dispute form, we will contact Visa for resolution. The expected timelines of resolution of a dispute depends on the dispute as will be determined by Safaricom and Visa. If the dispute is because of transaction authorization error, Safaricom will resolve the dispute within 72 hours. However, if the dispute is between you and the participating Retailer, the maximum resolution time is forty-five (45) working days. Raise a dispute process (shown in the How-To description below, XIII)

What happens if I experience a double deduction from my virtual card?

Where double deductions occur, the merchant usually refund a payment within 72 HRS. However, if you do not receive any refund within 72 hours, you should follow up with the Merchant directly via the link/email they have provided in their website. If no assistance is received after 7 days, you can then raise a dispute to Safaricom via the Dispute Form for further assistance.

Who should I follow up with if I have a pending Reversal?

All follow-ups for pending reversals should be followed up with the respective Merchant from where the payment was made. You can fill up the escalation form that the merchant has provided in their online platform. Please note; escalations done via the merchants have a shorter SLA (Service Level Agreement), compared to raising it through Safaricom which will take 45 days.

What are the charges for this service?

The customer will not be charged to make payments for online purchase from global merchant sites. However, a forex markup of 3.5% applies on the prevailing forex rate of the billing currency at the time of purchase.

What is the cost estimator feature?

This is a feature which displays to the customer an estimate of the final cost. The actual cost is affected by the dynamic changes in foreign exchange rates.

How-To on USSD and M-PESA App

I. Activate the M-PESA GlobalPay Service

On M-PESA App:

Log in to your M-PESA
Select the Grow
Select the GlobalPay tab, to activate your M-PESA
Select your card
Enter PIN
You will receive an SMS with the card number and expiry

On M-PESA USSD (*334#):

Dial *334#
Select Lipa na M-PESA
Select M-PESA GlobalPay
Accept terms and conditions
Enter M-PESA PIN
You will receive a 16-digit number in a flash This is your M-PESA GlobalPay Visa credential (PAN)
You will also receive the validity period of the card in a separate flash (Expiry)

II.View M-PESA GlobalPay details

ON M-PESA APP:

Log in to your M-PESA
From the Grow tab select M-PESA GlobalPay
Select show card
Enter M-PESA PIN
Your card details will be displayed on the screen in the Card (PAN, Expiry & CVV)

On M-PESA USSD (*334#):

Dial *334#
Select Lipa na M-PESA.
Select M-PESA GlobalPay option
Select View Card details
Enter M-PESA PIN
You will receive your card number and validity period for the card in 2 flash SMS messages

III.Generate CVV

On M-PESA App:

Log in to your M-PESA
For the Grow Tab select M-PESA GlobalPay
Select show card
Enter M-PESA PIN
Your card details will be displayed on the screen in the Card (PAN, Expiry & CVV)

On M-PESA USSD (*334#):

Dial *334#
Select Lipa na M-PESA.
Select M-PESA GlobalPay option
Select Generate CVV
Enter M-PESA PIN
You will receive a 3-digit number in a flash
The CVV is only valid for 30 Ensure you are at the merchant site and ready to check out before generating the CVV.

IV.Suspend Card

ON M-PESA APP:

Log in to your M-PESA
Select Grow Tab
select M-PESA GlobalPay
Select Suspend
Provide reason for suspending
Enter M-PESA
Receive message of successful card

ON USSD

Dial *334#
Select Lipa na M-PESA.
Select M-PESA GlobalPay option
Select Manage Card
Select Suspend
Select the reason for suspension
Enter M-PESA PIN
You will receive a successful notification indicating suspension of the card

V.Unsuspend Card

ON M-PESA APP:

Log in to your M-PESA
From Grow Tab select M-PESA GlobalPay
Select your Unsuspend Card.
Enter M-PESA
You will receive a notification indicating successful unsuspension of the card from M-PESA GlobalPay

ON USSD

Dial *334#
Select Lipa na M-PESA.
Select MM-PESA GlobalPay option
Select Manage Card
Select Unsuspend
Enter M-PESA PIN
You will receive a successful notification indicating unsuspension of the card from M-PESA GlobalPay

VI.Cancel card

ON M-PESA APP:

Log in to your M-PESA
From Grow Tab select M-PESA GlobalPay
Select the 3 dots right above your GlobalPay
Select Cancel
Enter M-PESA
You will receive a notification indicating successful card

ON USSD

Dial *334#
Select Lipa na M-PESA.
Select M-PESA GlobalPay option
Select Manage Card
Select Cancel
Enter M-PESA PIN
You will receive a successful notification indicating the card has been successfully cancelled

VII.Mini-statement

ON M-PESA APP:

Log in to your M-PESA
From the Grow Tab select M-PESA GlobalPay
All your recent transactions are visible on the Homepage

ON USSD

Dial *334#
Select Lipa na M-PESA.
Select My M-PESA GlobalPay option
Select Mini statement
Enter M-PESA PIN

You will receive an SMS notification with the last 5 transactions done on the

VIII.Enabling Repeat Payments

ON M-PESA APP:

Log in to your M-PESA
From the Grow Tab select M-PESA GlobalPay
Select Enable Repeat Payments (just beneath your GlobalPay card).
Select Enable.
Enter M-PESA

You will receive a notification confirming successful enablement of Repeat

ON M-PESA USSD:

Dial *334#
Select Lipa na M-PESA.
Select M-PESA GlobalPay option
Select Repeat Payments
Accept terms and conditions
Enter M-PESA PIN
You will receive an SMS notification with a confirmation on enabling recurring payments

IX. Disabling Repeat Payments

ON M-PESA APP:

Log in to your M-PESA
From the Grow Tab select M-PESA GlobalPay
Select Disable repeat
Enter M-PESA

You will receive an SMS notification with a confirmation of repeat payments.

ON M-PESA USSD:

Dial *334#
Select Lipa na M-PESA.
Select M-PESA GlobalPay option
Select Repeat Payments
Select Disable
Enter M-PESA PIN

You will receive an SMS notification with a confirmation on disabling recurring payments

X. Manage Card – Monthly Budget

ON M-PESA APP:

Log in to your M-PESA
From the Grow Tab select M-PESA GlobalPay
Under the Spending tools option, select Set Budget.
Enter your monthly budget amount and select Set Budget
Enter M-PESA PIN
You will receive a notification on the screen - Monthly budget successfully

On the M-PESA GlobalPay page, you will be able to view the amount used so far, from your set monthly budget.

ON M-PESA USSD:

Dial *334#
Select Lipa na M-PESA.
Select M-PESA GlobalPay option
Select manage Card
Select ‘Monthly Budget’
Enter amount
Enter M-PESA PIN

Message Received – Dear customer, you have successfully enabled spend limit controls with a threshold of Kes. XXXX for the M-PESA GlobalPay service. You will receive a notification once you reach the limit

XI. Check Monthly Budget Usage Status.

ON M-PESA APP:

Log in to your M-PESA
From the Grow Tab select M-PESA GlobalPay
On the M-PESA GlobalPay page, you will be able to view the amount used so far, from your set monthly

ON M-PESA USSD:

Dial *334#
Select Lipa na M-PESA.
Select M-PESA GlobalPay option
Select Manage Card
Select Monthly Budget
Select check Usage Status.
Enter M-PESA

Message Received – Dear customer, your usage as at DD/MM/YYY is Ksh XX, XXXX. Your current limit is Ksh XX, XXX.

XII. Opt Out

ON M-PESA APP:

Log in to your M-PESA
From the Grow Tab select M-PESA GlobalPay
Select M-PESA GlobalPay
Enter PIN
Select the 3 dots just above your
Select Opt out and
Enter PIN
You will receive an SMS notification with of successful opt out

ON M-PESA USSD:

Dial *334#
Select M-PESA GlobalPay option
Select Opt Out
You will receive a notification showing successful opt out

XIII. Raise a Dispute

ON M-PESA APP:

Log in to your M-PESA
From the Grow Tab select M-PESA GlobalPay
Select the 3 dots just above your
Select Raise a Dispute option and fill the required details. Once submitted, you will be contacted by a customer support agent within 24 hours to commence the dispute resolution process.

ON M-PESA USSD:

Dial *334#
Select M-PESA GlobalPay option
Select Raise a Dispute
Select Raise a Dispute option and fill the required details. Once submitted, you will be contacted by a customer support agent within 24 hours to commence the dispute resolution process.

How do I get assistance?

For any queries, dial 100 for prepaid customers, and 200 for postpaid customers.

For M-PESA-related queries, please dial 234 for assistance.

Visit our Retail Centers /Care desks,

Access our social media handles; Twitter – @Safaricom_Care and @SafaricomPLC, Facebook - www.facebook.com/SafaricomPLC